Product Support Representative II

2 days ago

Pune, Maharashtra, India UKG Full time ₹ 1,50,000 - ₹ 28,00,000 per year

About the Role:

As a Product Support Representative, you will play a crucial role in resolving client issues in a dynamic environment, utilizing your exceptional analytical and customer service skills. This position involves providing end-user support for the UKG Pro Payroll and Human Resources modules, requiring keen problem-solving abilities and a commitment to quality.

Growth and Development Opportunities:

At UKG, we prioritize your professional growth and development. Our comprehensive onboarding journey includes a paid intensive training and mentoring program, equipping you with the necessary skills for success. We are committed to your continuous development, offering timely training for product enhancements and supporting your career advancement goals.

Primary/Essential Duties and Key Responsibilities:

Serve as the first point of contact for our customers, providing support via inbound phone.

Expand your knowledge of product offerings, support policies, and delivery methods.

Provide empathetic customer service to ensure customer satisfaction.

Foster strong relationships with internal partners and communicate effectively across all organizational levels.

Utilize your problem-solving skills to resolve complex customer queries.

Thrive in a fast-paced, high-volume environment with precision and accuracy.

Efficiently leverage various technologies and multiple screens.

Participate in internal and external training sessions as required.

Qualifications:

Proficient in English, with strong verbal and written communication skills.

Ability to multitask and achieve goals in a fast-paced, metrics-driven environment.

1-3 years of customer service experience.

Experience with US Payroll/Time and Labor/HR is advantageous.

Demonstrated technical troubleshooting skills.

Ability to set and manage customer expectations effectively.

Strong collaboration and time management skills.

Experience handling sensitive situations professionally and thoroughly.

Highly motivated and team-oriented.

Open to working in Eastern time zones.

Education, Certification and Additional Qualifications:

Bachelors degree required: BCom, BA, BSc.

Proficient in Microsoft Suite Applications, including Outlook, Teams, Excel, & Word.

Inbound phone support experience

FPC or CPP Certification in the Payroll/HR industry is a plus.

Knowledge of SQL is a plus

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